[Remote] Manager, Technical Support Engineering - East
Note: The job is a remote job and is open to candidates in USA. Tines, founded in 2018 with co-headquarters in Dublin and Boston, powers important workflows through its intelligent workflow platform. They are seeking a Manager, Technical Support Engineering to lead a team of Technical Support Engineers, ensuring high-quality technical support and driving customer success through collaboration with various internal teams.
Responsibilities
- Lead, mentor, and coach a team of high-performing Technical Support Engineers
- Foster a culture of technical excellence, continuous learning, and a customer-first mindset
- Drive team motivation, engagement, and performance through ongoing development
- Identify and implement opportunities for process improvements and automation to enhance support efficiency
- Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements
- Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends
- Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience
- Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support
- Support the Head of Customer KES with projects and initiatives to drive performance
- Facilitate knowledge sharing by internal documentation, training, and enablement
Skills
- 5+ years of experience in providing technical support for enterprise software solutions
- 2+ years of people management or team leadership experience on a technical support engineering team
- Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices
- Experience working with REST APIs, scripting, and containers
- Passion for working with technical customers and guiding teams to resolve complex issues
- Ability to analyze support trends and implement strategies to enhance customer and engineer experience
- Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership
- Familiarity with security automation, IT workflows, or related domains
- Examples of leveraging AI to increase productivity or enhance service offerings
- Experience providing technical support to US Federal or Public Sector organizations
Company Overview